Complaints

• Initial Complaint

  11/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states he did not give the business permission to complete any work but they worked on his home while he was not home. They sent him a bill that was due on 11/4/23 for $382.37. He contacted them and complained so they lowered the bill by $95.00 and said they removed the battery from the bill. He states he received another bill for $382.37 after they advised him they lowered it by $95.00.

  Business response

  11/22/2023

  We do not schedule service without at least verbal confirmation. The service scheduled was for maintenance the customer was already quoted for and agreed to via email for a 3 year maintenance program. We scheduled service and went to complete service the day it was scheduled for. Customer was not home while service was completed which is common for outdoor generator services. After service was completed and customer received bill he called in and left a voicemail stating he did not approve and would not be paying. Confused we reached out to customer, while speaking to him he agreed the service was okay but was questioning whether we replaced the battery or not. Our checklist reflected we did but I could not prove it without sending someone back out so agreed to waive the battery portion of the invoice. We sent him the revised invoice as requested and a week later he replied again stating he was disputing the entire invoice and would not be paying. At that point I conceded that we were not going to waste any more time trying to convince him of the service and agreed to cover the entire bill and end the relationship with the customer moving forward. Below is the text of the email communication I sent to him on 11/16/2023 which is the same day this complaint was filed. It seems strange to submit a claim to the BBB on the same day the company you are complaining about is agreeing to waive any charges billed to you and giving you free generator service. We consider this issue completely resolved and the customer does not owe us anything. We will not be doing service with this customer moving forward.

  Email Sent to Customer on 11/16/2023 - "Hi ------,
  
  Sounds like there have been some major communication break downs here. As far as the battery goes, the checklist and the battery change date for this job both reflect that the battery was replaced. However, the tech notes do not confirm that and the tech does not remember. We already credited you for the battery. At this point, due to the scheduling communications not being clear and uncertainty behind the battery being replaced, I will credit this invoice in full and we will go our separate ways.
  
  Sorry for the miscommunication. You can disregard the invoice.
  
  Thank you"
  

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